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Customer Relations Coordinator
American Eagle Outfitters
New York, NY, United States
Job Details - this job has expired, please see similar jobs below
Key role focusing on representing the Todd Snyder brand and the Customer Service Culture to Customers, Store Management, Internal and External Business Partners as well as our 3rd party Call Centers.
RESPONSIBILITIES:
• Use judgment to resolve Customer issues and requests via e-mail, phone, and mail
• Build & maintain relationship with 3rd party Call Center Management. Provide guidance and expectations on pertinent issues
• Partner with key members of AE Direct Team to support and attain goals relating to Customer Service
• Provide support and guidance for Store management teams regarding Customer inquiries
• Communicate and provide proactive information concerning Customer related issues to key business partners
• Provide direction to Call Center Management and Store Management to resolve situations promptly.
• Maintain relationships with external partners that represent AEO Inc, i.e.: Credit Card division, Gift Card partner, etc.
• Prepare and send response letters and company information to customers. Create and maintain accurate files
• Communicate with field supervisors regarding Customer inquiries and feedback regarding Store Management actions
• Screen web and call center orders, and identify valid or fraudulent transactions
• Communicate with customers whose orders have been denied due to suspected or confirmed fraud to verify or explain unusual account activity
• Work with call centers and fulfillment center to identify and handle possible fraudulent transactions
• Other duties as assigned
QUALIFICATIONS:
• Bachelor’s Degree
• Spanish or French a plus
• Minimum 1 year specialty retail experience; luxury and management experience preferred
• High degree of proficiency MS Office Suite, Outlook & Internet applications
• Strong analytical prioritizing , interpersonal, problem-solving, organizational and presentations skills
• Excellent verbal and written communication skills
• Demonstrated collaborative skills and ability to work well within a team
• Ability to work with and influence peers and senior management
• Ability to work in a fast-paced and deadline-oriented environment
• Self-motivated with critical attention to detail, deadlines and reporting
• Must be available to work nights and weekends
American Eagle Outfitters is an Equal Opportunity Employer.